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Help CenterAccount and safety

Troubleshooting

Resolve common connection, sending, mailbox, import, and reply problems.

Updated August 2, 20268 min read

Campaign

A campaign is active but nothing is sending

  1. 1

    Check the campaign

    Confirm it is started, its target list contains eligible profiles, and the enabled channel has recipient data.
  2. 2

    Check time and limits

    Review the sending window, weekdays, daily cap, pacing, follow-up delay, and whether the channel is cooling down.
  3. 3

    Check the sender

    For social channels, confirm the extension is connected and the correct provider account is signed in. For email, confirm a healthy mailbox is selected.
  4. 4

    Read the latest reason

    Open campaign diagnostics or History. A skip, wait, account mismatch, cap, reply stop, or provider warning needs a different fix.
A fresh extension connection does not guarantee that a specific campaign has eligible work. Use the displayed reason before restarting anything.

Extension

The browser extension is disconnected or needs attention

  • Use Chrome and verify that DM Faster is installed and enabled.
  • Open DM Faster and reconnect the extension to the current workspace.
  • Reload the provider tab after an extension update.
  • Sign in to the intended Instagram, Facebook, or LinkedIn account.
  • Resolve provider verification or restriction screens directly with the provider.

Email and replies

A mailbox or reply is not updating

  1. 1

    Open Settings → Email

    Check the mailbox status, permission warning, sending toggle, reply tracking, daily usage, and most recent health message.
  2. 2

    Reconnect if requested

    Google or Microsoft permissions can expire or be revoked. SMTP/IMAP accounts may need updated server or password details.
  3. 3

    Check the source

    Confirm the reply or delivery failure exists in the provider account and note its approximate time.
  4. 4

    Allow synchronization

    Refresh Inbox after the next sync. Avoid repeatedly disconnecting while a cursor is catching up.

Imports and support

Preserve useful details when asking for help

If an import is processing, use its Continue or Refresh action and wait for the current attempt to resolve. For a failed CSV, review required identifiers, malformed rows, and file encoding before uploading again.

Include in a support request

  • • Workspace email and affected feature
  • • Campaign, list, integration, or channel name
  • • Approximate time and timezone
  • • Browser and extension version when relevant
  • • Exact error text or a redacted screenshot
Never send passwords, browser cookies, access tokens, extension credentials, payment-card details, or private customer message contents.

Contact hello@dmfaster.com or open the support page.

Continue reading

Getting startedConnect your workspace, add your first leads, and start a campaign.Channels and sender accountsUnderstand Instagram, Facebook, LinkedIn, and email requirements.IntegrationsConnect mailboxes, calendars, HubSpot, Slack, and webhooks.